American Home Shield: Read 34,307 User Reviews From Real Homeowners

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Verified Customer

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James Engel

The AC technician did his job but YOU failed to get a replacement unit and I have been waiting for the last 3 weeks in 90 degrees heat in my home. I then had to buy 3 window units @$300 each in order to lower the temperature to a somewhat livable condition. Every time I call the tech, I get a machine. I finally got a call back last week and they told me that the unit was "on order". This is ridiculous. I have been waiting for three weeks. You should at least reimburse the cost of the three window units.

2 years ago

Reply from American Home Shield

Thank you for letting us know about your concerns regarding your request. I hate to hear that you were not satisfied with your experience. I would be happy to assist you with this matter.

Jul. 20th, 2022

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Robert Szymanski

My AC went out 3 weeks ago, I conveyed that I did not want to upgrade to the contractor right away. Well you all did not actually order the new unit until I called to check on the order status. I tried to be patient because the contractor told me it would take you all a while to get the job done but by being being patient I get to go now a month in the middle of summer without AC. Also every time I call in, which now is everyday, I get a different answer from every person I talk too.

2 years ago

Reply from American Home Shield

Hi Robert, Thank you for reaching out to us about your most recent AHS service experience. I would be glad to speak with you to assist with the issues that have occurred. Please provide your AHS contract number or property address.

Jul. 25th, 2022

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Joseph Herndon

An AHS contractor replaced an AC fan with a lower rpm motor then what was specified by the manufacturer. When I contacted the contract company I was told it would work just fine. I then contacted AHS who then called the contractor and the contractor told the AHS rep the motor would work and that I would have no further recourse. This is unacceptable! I then called and requested to speak with a supervisor and 6 days later I'm still waiting.

2 years ago

Reply from American Home Shield

Hi Joseph, Thank you for reaching out to us about your most recent AHS service experience. I would be glad to speak with you to assist with the issues that have occurred. Please provide your property address.

Jul. 25th, 2022

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Joan Starace

Customer service has gone downhill, canceled policy due to poor service as represntation. Repair service companies they send are terrible, have horrific reviews' united appliance services and ADA Inc have terrible Google and yelp reviews, I would think a company as big as AHS would do their due diligence and send reputable repair companies with and actual place of business and not work out of their moms house. It's suspicious at best.

2 years ago

Reply from American Home Shield

Hi Joan, Thank you for reaching out to us about your most recent AHS service experience. I would be glad to speak with you to assist with the issues that have occurred.

Jul. 20th, 2022

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Verified Customer

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Patrick Schelstrate

The first company that was suppose to come out and service our oven never shoed up, and I tried two times to get a new company but was told they had to give them a chance to respond, meanwhile we had no oven for about a week. The second company was excellent.

2 years ago

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Susan Billings

My faucet was broken and needed to be repaired before the plumber could repair a drip that I called to place a claim on. I was told American Home Shield would reimburse me a portion of the cost of the new faucet, but when I called to get the reimbursement, I was told that they could not help me.

2 years ago

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Jonathan Taylor

Not helpful in resolving my issue. I have requested for 4 months to gave my dead husbands name removed from emails and texts that I receive from AHS. I get the same response. I will following with the back office. Meanwhile, it continues to happen and each time I receive emails addressed to him it causes great stress on me.

2 years ago

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Reginald Lee

The first company I was scheduled with had all types of bad reviews from customers about not showing up for appointments and returning phone calls. I was scheduled with the anyways. And then they did not show up in the agreed upon window. I do not understand why AHS is contracting with a company that is known to be poor at customer service.

2 years ago

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M.C. STATHAM

Customer Service Reps were pleasant, however, each Reps provides a different response for the same issue. I have waited almost 2 weeks awaiting for an approval for a second opinion for my Central AC after the first vendor didn't find an issue however my home is not cooling.

2 years ago

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Mike Clark

Some of the contractors have been VERY inefficient. I am STILL waiting for my initial appointment to be completed. The contractor has left a hole in my ceiling for over a month and refuses to call me back to finish the job.

2 years ago

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Daphnee

It is hard to work with them because they take their sweet time ordering parts. I also think it is unfair that they only give one theory days from the time something is fixed after that they charge you service fee to send another technician

2 years ago

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Anneka Black

They will only fix things with a bandaid rather than replace them despite professional recommendations. Two different times they could not find a provider in my area for my service issue and the process to get your own provider and get reimbursed is too complicated.

2 years ago

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William F Umstetter

Absolutely worthless customer service. The worst experience possible.

2 years ago Edited January 10, 2024

Reply from American Home Shield

Hi William, Thank you for reaching out to us about your most recent AHS service experience. I would be glad to speak with you to assist with the issues that have occurred.

Jul. 22nd, 2022

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margaret l weaver

Before the first time my experience with American home shield has been a nightmare trying to get my washing machine fixed it was so stressful that I finally just hired my own repair man and paid out of pocket to fix the washing machine these people that use for outsourcing when you call there in the Philippines Aruba and most of the time you can't even understand them when I talk to a gentleman in the Philippines he was so belligerent and rude he couldn't even hardly speak English yet he was going to try and interpret the contract that I have with home shield which his interpretation was totally unfounded and wrong and he just laughed and how frustrated I was getting when I try to explain to him that he was interpreting the contract wrong tried to over talk me it was a horrific experience that I never wanna go through again that's why I hired my own appliance repair man and paid out of pocket I couldn't deal with American home shield employees

2 years ago

Reply from American Home Shield

Thank you for letting us know about your concerns regarding your request. I hate to hear that you were not satisfied with your experience. I would be happy to assist you with this matter.

Jul. 22nd, 2022

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Verified Customer

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Gale Jaramillo Danville, CA

I had a service done by another company, prior to setting up my warranty. I had a pretty high bill for things that they replaced. Afraid to have to deal with this in the future, my husband and I decided to sign up for home warranty, so that we could at least be protected. After waiting the 30 day grace period, I ended up coincidently having an issue with my ac, I would put it on 64 degrees, but my house stayed only at 84. Two days later a person came out, and we realized my electric box had friend "I don't understand the actual jargon" well after they put it the work request, I found out I was denied, because it was a preexisting problem. I don't understand how they tell me that a fried electric box is preexisting, if I knew there was that issue, I would have had it replaced right away. After many phone calls of going back and forth, they ultimately denied me. I am so upset, the whole point of us signing up for the PLATINUM warranty plan, was to protect us from things breaking and us having to pay the $3K bill that they quoted me. Now I'm stuck with the bill and I still have to pay the warranty company. For my first call with them, I'm scared that ANYTHING I call in will be pre-existing to them. The sad part, was one of the reasons I chose this company, was for an ad I found on THEIR website while I was researching warranty companies, that stated that they do cover pre-existing items.

2 years ago

Reply from American Home Shield

Thank you for letting us know about your concerns regarding your request. I hate to hear that you were not satisfied with your experience. I would be happy to assist you with this matter.

Jul. 15th, 2022

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Verified Customer

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Raquel Lopez San Antonio, TX

I've had an act with AHS for at least 10 years but after my most recent service request I'm not sureI will renew again. I've spoken with or online chatted with 6 reps in the last 2 days and still don't with my issue resolved. No one follows up as they say they will and every time I contact them it's like starting over. They are unable to find a contractor and I was told I could "outside authorization " to find my own contractor and they would reimburse me. Once I found a contractor and requested the authorization I was told I would have to wait another 24 hours before they would give the authorization. This is after I have been waiting 3 days to get my central air fixed.

2 years ago

Reply from American Home Shield

Thank you for letting us know about your concerns regarding your request. I hate to hear that you were not satisfied with your experience. I would be happy to assist you with this matter.

Jul. 15th, 2022

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Martha Las Vegas, NV

Horrible experience. We had a gas leak (a major concern!) and needed to find the source. The contractors told Home Shield what needed to be done and they did not wanted to fix my the problem. Instead, they kept saying that it the issue was pre-existing and that we would need to pay another $125 to get another opinion. This happened twice. When I asked what the bases for it being pre-existing was, their answer was that the contractor would tell us. But that's not what happened. The first contracting company they provided us had awful reviews and was an unpleasant experience too. This is a scam. They didn't care how dire of an emergency our issue was. They'll never pay to fix your problem and instead just loop you in an endless cycle of paying for contractors to come in and look around.

2 years ago

Reply from American Home Shield

Hi Martha, Thank you for reaching out to us about your most recent AHS service experience. I would be glad to speak with you to assist with the issues that have occurred. Please provide your AHS contract number or property address.

Jul. 19th, 2022

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LAURA BINNEBOESE Saint Louis, MO

The main concern and real problem I have is that I have an energy efficient gas water (50 gallons) heater now and you want to give me one that is not energy efficient. My existing gas water heater still has the Energy Efficient sticker on it. This is a real concern to me because of the rising prices. Another feature is that it makes no noiseit would drive me crazy if it did make noise. I have a rod inside that protects the heater from water damage and rust. I also have a turn off valve if it gets too hot and an overflow valve. I also have brass fixtures. These are all features. I know that you have given your customers energy efficient refrigerators. I can't understand why I can't get one. I'm willing to wait a couple more weeks till you have some in stock. My ticket for a new replacement accidentally was closed due to miscommunication. Now I'm in the process of trying to get that resolved which looks like it will take a few more weeks. The only way to get this done is to write a brand new ticket and waive the hundred dollar charge since the problem has already been assessed. Could you please look into the matter so I could get a new water heater before winter.

2 years ago

Reply from American Home Shield

Thank you for letting us know about your concerns regarding your request. I hate to hear that you were not satisfied with your experience. I would be happy to assist you with this matter. Please respond with your contract number or complete property address and your email address.

Jul. 15th, 2022

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Kalyanikumar Wichita, KS

Had 2 different AC contractors out gave 2 different diagnosis AHS denied both assessments AC has been out since 6/13/22 it's 102+ in Lancaster, Tx my AC condenser has a leak from the fan blade both contractors said I needed a new unit AHS refused my claim and said it was do to misuse and abuse and pre-existing. The AC unit is outside the leak is on the inside how is it misuse and abuse and pre-existing. I am speaking to an attorney and channels 4, 5, and 8 in Dallas, Tx. Multiple neighbors of mine have ac issues and have AHS and the refuse to fix their units as well. We all have file complaints with BBS

2 years ago

Reply from American Home Shield

Hi Kalyanikumar, Thank you for reaching out to us about your most recent AHS service experience. I would be glad to speak with you to assist with the issues that have occurred.

Jul. 18th, 2022

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Verified Customer

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Myron Wendland Westmoreland, KS

Because trying to get them to replace an obsolete 20+ year AC unit is impossible. All they want to do is service the unit and make modifications to it so they can make parts fit. American Home Shield does not check the contractors they assigned your order to. The one they assigned me was Frog Pro Service out of Columbus Ohio, 95 %of this companies rating was a 1 star, even bad reviews from the BBB. After almost a month, we finally hired our own AC company which told us my current system is obsolete and we needed a new one. Well AHS will not pay anything towards it as the scam company they sent us has to tell them that. You can't even get hold of anyone there, their voice mail box is full and you can't leave a message. What a waste of money for 12 years with American Home shield and only using them once and they will not pay. They also are a scam company that takes your money and gives nothing in return

2 years ago

Reply from American Home Shield

Thank you for letting us know about your concerns regarding your request. I hate to hear that you were not satisfied with your experience. I would be happy to assist you with this matter.

Jul. 14th, 2022

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Michael Teubner Arlington, TX

I got the help in rescheduling the vendor during the summer when there was a delayed appointment. AHS helped me getting a vendor who can give a quick service.

2 years ago

Reply from American Home Shield

We're glad to hear your experience went well.

Jul. 19th, 2022

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Verified Customer

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Aleshia Gordon Wichita Falls, TX

Refrigerator stopped cooling. Service call immediately next day. AHS let me know it had to be replaced and a new one was immediately ordered and installed.

2 years ago

Reply from American Home Shield

We're glad to hear your experience went well.

Jul. 19th, 2022

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Verified Customer

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Martha Tracy Morrow, GA

You get what AHS says you're buying. I've had to use my warranty 2 or 3 times and they have always performed with zero issues. Every homeowner should have AHS!!

2 years ago

Reply from American Home Shield

Thanks for sharing your positive feedback.

Jul. 28th, 2022

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Verified Customer

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alvenus horshaw Killeen, TX

Problem resolved to conclusion. 2 trips required for resolution. The wait for resolution of the problem was reasonable and resolved to my satisfaction

2 years ago

Reply from American Home Shield

Thanks for sharing your positive feedback.

Jul. 28th, 2022

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Verified Customer

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Rhonda Johnson

I ORDERED A OVEN IT TOOK TWO MONTHS TO GET IN MY HOME THAN MY DISHWASHER IS NOW TAKING A MONTH TO GET DELIVERED AND INSTALLED

2 years ago Edited January 10, 2024

Reply from American Home Shield

Your feedback is greatly appreciated.

Jul. 28th, 2022

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Verified Customer

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Debra Potter Grove, OK

I never have any problems with getting repairs done or having something replaced. I understand what my plan covers and there's never any surprises or unexpected issues.

2 years ago

Reply from American Home Shield

Thanks for letting us know everything is working out for you!

Jul. 28th, 2022

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Verified Customer

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Lyn Bolinger Clearwater, FL

They are prompt getting you service and the company's they deal with are very professional and they are there when they tell you they will be. Overall just a great company.

2 years ago

Reply from American Home Shield

Hi Lyn, Thank you for providing us with feedback about your AHS experience. We strive to provide you with prompt and professional service. We hope you continue to enjoy the coverage we provide!

Jul. 27th, 2022

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Evelin Ninety Six, SC

AHS responded to me quickly when our AC went down. The company that they chose to send out wasn't quite as cooperative. My AC was off for a day and a half before a repairman could get to us.

2 years ago

Reply from American Home Shield

Thanks for letting us know everything is working out for you!

Jul. 28th, 2022

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Carmelo Abraham Pine Bluff, AR

We have had AHS warranty for years and swear by them but you better hope your AC doesn't go out because it takes them about three weeks to ship the parts to your contractor. 3 weeks without central air in 100 degree weather is

2 years ago

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Rick Kline Hightstown, NJ

Good for the most part, but you need to authorize the use of OEM parts. In most cases, you would save money in the long run. This will be our 3rd or 4th pool pump motor. The replacements you authorize only have been lasting one or two years.s

2 years ago

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Victor Szabo Kailua, HI

Although the technician assigned to our case had a medical issue which delayed our service, once a technician was able to assess our situation it was resolved quickly and professionally

2 years ago

Reply from American Home Shield

Your feedback is greatly appreciated.

Jul. 28th, 2022

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Verified Customer

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LaTisha Glaspie-Harris Cordova, TN

AHS responds to problems well, but is not realistic in supplementing the cost of R-22 freon. They paid 4.6% of the cost to replenish what my a/c system required. Their share should be closer to 20%-25%.

2 years ago

Reply from American Home Shield

Thanks for sharing your positive feedback.

Jul. 28th, 2022

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Verified Customer

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Deborah Hatchett Sylacauga, AL

Listen to your problem then quickly set up an appointment with a local contractor for a few days later. The contractor takes over to verify the service problem before they come out. It all just works well.

2 years ago

Reply from American Home Shield

Thanks for letting us know everything is working out for you!

Jul. 28th, 2022

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Verified Customer

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Tayhlia Fuller-Bey Murfreesboro, TN

The contractor was great and they always are. The customer service for AMS is not very good. I get a script answer and the language barrier makes it even more frustrating when you are trying to get heat or air. It took way too long and too many calls for service

2 years ago

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Verified Customer

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Joe Loya Houston, TX

Has my AC break over the weekend with a week of 100 plus degrees coming and they had me scheduled 5 days out. Had to pay for the repairs myself so we didn't have to sweat it out or ruin our other unit. Before this I would have rated them a 5. Also they still haven't gotten back to about my refrigerator repair yet.

2 years ago

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Verified Customer

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Konstance Crownover Oklahoma City, OK

AHS dropped the ball on a service call and did not verify that the maintenance call was not accepted. The following day I had to call AHS again to start the s a result we are without a refrigerator for an even a longer period of time. The price continues to increase as the customer service is mediocre

2 years ago

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Verified Customer

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Alexis Bargamin Valrico, FL

My a/c is out in 100* weather. The part to fix it is available in my town, right now, and it could have been fixed today. American Home Shield insists on sending the motor from another city, without knowing how long it will take to arrive to my city and be available to be installed. Complete lack of caring that my central air is inoperable in this heat for days.d.

2 years ago

Reply from American Home Shield

Thank you for letting us know about your concerns regarding your request. I hate to hear that you were not satisfied with your experience. I would be happy to assist you with this matter.

Jul. 15th, 2022

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Verified Customer

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jay allen lynch Austin, TX

I found the company was mostly responsive. The vendors they had were a mixed bag, however. The biggest issue was if there's a problem, I had to diagnose it for the most part to get it fixed; otherwise, the trades person would do nothing.

2 years ago

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Verified Customer

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Rebecca Sue Kane Minneapolis, MN

Yes, they eventually sent someone out for service (after no contact for over 48 hours, then hung up on by the AHS rep), and when it was suggested the ac unit be replaced...nothing. No call from AHS. No call from the service company. It seems AHS was reluctant to pay their portion of the replacement.

2 years ago

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Irene Jones Tucson, AZ

All vendors or contractors are great...very nice and professional, but except for one recent claim, it just simply takes too long for most issues to be fixed or resolved. It took over a month for refrigerator water dispenser issue. It simply took too long to get it fixed .

2 years ago

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Verified Customer

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Anthony Robeda Long Beach, CA

It's taken too long to get Essential repairs at times. All. Also when I was supposed to get refunds multiple times they did not give them to me and I had to go back and appeal it through my credit card. And. And at that point they would hold off and refuse to give me service even though it was their error. I called and asked them to cancel my membership for this year and they never did. I planned to cancel when my contract runs out again this year.

2 years ago

Reply from American Home Shield

Hi Anthony, Thank you for reaching out to us about your most recent AHS service experience. I would be glad to speak with you to assist with the issues that have occurred. Please provide your AHS contract number or property address.

Jul. 18th, 2022

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Holly Pendleton Plano, TX

They answer very quickly but the communication is very bad, pay $100 and have my refrigerator broken for two weeks no calls, nothing. When I call back to find out the status they told me that I have to call the company I bought from because it still was under warranty, I so disappointed.

2 years ago

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Verified Customer

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Bob Haughian Reno, NV

The online system is easy to use. Appointments are scheduled efficiently. Custome service representatives are unable to respond beyond reading off a written script and are difficult to understand. Contractors that have been sent have not been able to evaluate and fix problems.

2 years ago

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Verified Customer

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Melinda Mahon San Angelo, TX

Annual price has skyrocketed and is no longer worth the hassle. Setting up for a repair is usually easy; the problem is that the repair folks don't usually diagnose the problem correctly the first time and have to be called back again.

2 years ago

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Verified Customer

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James Weister

Wide coverage and quick response time. Problems fixed quickly.

2 years ago Edited January 10, 2024

Reply from American Home Shield

Hi James, Thank you for reaching out to us about your most recent AHS service experience. I would be glad to speak with you to assist with the issues that have occurred. Please provide your AHS contract number or property address.

Jul. 18th, 2022

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Verified Customer

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Kathy Bond New Port Richey, FL

They charge 100 to come out and the last time, we had 2 companies to come out for our air conditioner. The first company said we need 3,000 worth of work out of our pocket. The second company said we didn't need all that work, but the diagnosis was the same and we have to go with the first company. Needless to say, we had to opt in for the buy out and still have not got it fixed.

2 years ago

Reply from American Home Shield

Thank you for letting us know about your concerns regarding your request. I hate to hear that you were not satisfied with your experience. I would be happy to assist you with this matter.

Jul. 15th, 2022

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Verified Customer

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Darlene Cuevas Charlotte, NC

I have noticed over the course if time, if my equipment failed but was considered repaired and failed again and again but re-repaired nothing was done to change out the equipment. Therefore I have consistently paid on several occassions for someone to come out and repair in which it eventually was still not in good working condition. I went with a private company to fully provide new equipment in my home. I have spent $$$ over the past six months re repairing equipment in which it should have been replaced.

2 years ago

Reply from American Home Shield

Hi Darlene, Thank you for reaching out to us about your most recent AHS service experience. I would be glad to speak with you to assist with the issues that have occurred. Please provide your AHS contract number or property address.

Jul. 18th, 2022

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Verified Customer

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Lynette Woodard Fort Worth, TX

Recently, they have changed their service process. As such, customer service and follow through is non-existent. I've had 2 critical repairs (heater in the dead of winter, a/c in a heatwave) in less than a year. Each situation was literally a nightmare as I could get NO information w/o constantly calling and calling them. Different contractors would say different things, one laid the blame on me for a 20yr old furnace no longer functioning. AHS denied the claim BUT they didn't even tell me that they had made that decision. They made no effort to inform me, nor why it was denied.

2 years ago

Reply from American Home Shield

Thank you for letting us know about your concerns regarding your request. I hate to hear that you were not satisfied with your experience. I would be happy to assist you with this matter.

Jul. 15th, 2022

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Verified Customer

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Sharon King Ozark, AL

They had a electrician for me and they were on time and explained the problem and what caused the problem. Will recommend the company to anyone who needs a Home Warranty.

2 years ago

Reply from American Home Shield

Hi Sharon, Thank you for taking the time to provide a rating, your opinion is valued greatly and it helps us maintain an excellent standard of service to our customers.

Jul. 29th, 2022

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Verified Customer

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Lise Savannah, GA

AHS exceeded my expectations. They immediately processed my claim and a the repair company contacted me the same day and was able to repair the issue the following day.

2 years ago

Reply from American Home Shield

Thanks for sharing your positive feedback.

Jul. 29th, 2022

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